Track Service Delivery

Know What's Being Delivered, By Whom, and Whether It's Working

The Problem

You sold something. Now what?

Most organizations have sophisticated tracking for everything before the sale — pipeline stages, deal values, forecast probabilities — and almost nothing for what happens after. The implementation team works in spreadsheets or project tools disconnected from the CRM. Delivery status lives in someone's head. No one can answer basic questions:

  • What are we currently delivering to this customer?
  • Who's working on it?
  • Is it on track or at risk?
  • What have we delivered vs. what's remaining?

The result: Customers who bought with confidence experience delivery with uncertainty. The champion who fought internal battles to select you now worries whether they made the right choice. And you're flying blind on the most important phase of the relationship.

The Value-First Approach

Service delivery tracking isn't about project management — it's about relationship continuity. The same platform that captured someone's journey from Audience through Buyer should continue tracking their journey through Value Creator, Adopter, and beyond.

The principle: If you can't see delivery health in the same place you see relationship health, you're operating blind during the phase that determines renewal, expansion, and advocacy.

Objects That Enable This

Service (Primary)

The ongoing value delivery container

The Service object tracks what's being delivered:

Service: CVP Implementation — Precision Components
Status: Active
Phase: Foundation
Health: On Track
Start Date: December 1
Delivery Owner: Ryan Ginsberg
Associated Contacts: Sarah Chen, Tom Rodriguez, Lisa Park
Associated Company: Precision Components
Associated Deal: CVP Package — Precision Components

Key properties to configure:

  • Status (Active, Paused, Complete, At Risk)
  • Phase/Stage (your delivery phases)
  • Health (On Track, Needs Attention, At Risk, Blocked)
  • Delivery owner
  • Key dates (start, target completion, actual completion)

Why Service matters: It's the bridge between what was sold (Deal) and what's being delivered. Without it, post-sale work is invisible.

Project (Organizing Work)

Structure for complex delivery

For engagements with multiple workstreams:

Project: Precision Components CVP Implementation
Phase: Foundation
Milestones:
  - Discovery & Planning ✓
  - Core Configuration (in progress)
  - Integration Setup
  - User Training
  - Go-Live & Stabilization
Associated Service: CVP Implementation — Precision Components

Key properties:

  • Phase/Stage
  • Milestone tracking
  • Target dates
  • Team assignments

Note: HubSpot's native Project object is relatively new. For complex project management, you may need integration with specialized tools — but the Service object should still be your source of truth for delivery health visible in the CRM.

Deliverable (Specific Outputs)

What's actually being produced

Track individual outputs:

Deliverable: Data Model Configuration
Status: Complete
Owner: Ryan Ginsberg
Accepted By: Lisa Park
Completion Date: Week 4
Associated Project: Precision Components CVP Implementation

Deliverable: NetSuite Integration
Status: In Progress
Owner: Bill Barlas
Target Date: Week 6
Associated Project: Precision Components CVP Implementation

Key properties:

  • Status (Not Started, In Progress, Complete, Accepted)
  • Owner
  • Acceptor (who signs off)
  • Target and actual dates

Why Deliverables matter: They provide granular evidence of progress. "Implementation is going well" means nothing. "12 of 15 deliverables complete, 3 in progress, 0 blocked" tells a story.

Appointment (Delivery Sessions)

Time invested in value creation

Track implementation touchpoints:

Appointment: Technical Deep Dive — NetSuite Integration
Date: January 15
Attendees: Bill Barlas, Mike Chen, Lisa Park
Outcome: Mike's concerns addressed; architecture approved
Next Steps: Begin integration configuration
Associated Service: CVP Implementation — Precision Components

Why Appointments matter: Implementation happens through meetings. Tracking them shows engagement rhythm and ensures sessions build toward outcomes rather than just marking time.

Ticket (Questions & Issues)

What surfaces during delivery

Implementation generates questions:

Ticket: NetSuite sync showing duplicate records
Submitted By: Lisa Park
Status: Resolved
Resolution Time: 4 hours
Resolution: Configuration adjustment + documentation
Associated Service: CVP Implementation — Precision Components

Why Tickets matter: They're not failures — they're natural parts of learning. How quickly and helpfully you respond shapes the relationship. Fast resolution builds trust.

How They Connect

DELIVERY TRACKING OBJECT MAP

Company: Precision Components
    │
    └── Deal: CVP Package (Closed Won)
            │
            └── Service: CVP Implementation (Active)
                    │
                    ├── Project: Implementation Project
                    │       │
                    │       ├── Deliverable: Data Model Config ✓
                    │       ├── Deliverable: NetSuite Integration (in progress)
                    │       ├── Deliverable: User Training
                    │       └── Deliverable: Go-Live Assessment
                    │
                    ├── Appointment: Kickoff Meeting ✓
                    ├── Appointment: Technical Deep Dive ✓
                    ├── Appointment: Weekly Check-in (scheduled)
                    │
                    ├── Ticket: Duplicate records (resolved)
                    └── Ticket: Report permissions (resolved)

Setting It Up

Step 1: Configure the Service Object

Create properties for delivery tracking:

Property Type Purpose
Delivery Status Dropdown Active, Paused, Complete, Cancelled
Delivery Phase Dropdown Your phases (Discovery, Build, Training, etc.)
Health Status Dropdown On Track, Needs Attention, At Risk, Blocked
Delivery Owner HubSpot User Who's responsible
Start Date Date When delivery began
Target Completion Date When it should complete
Actual Completion Date When it actually completed

Step 2: Create Delivery Phase Pipeline

If using pipeline stages for Service:

Stage Meaning
Kickoff Initial engagement, planning
Discovery Understanding needs, defining scope
Build Core delivery work
Training Capability transfer
Go-Live Activation and stabilization
Optimization Post-launch refinement
Complete Delivery finished

Step 3: Configure Deliverable Tracking

Create a Deliverable pipeline or status property:

Status Meaning
Not Started Defined but not begun
In Progress Active work
Review Awaiting acceptance
Complete Accepted by customer
Blocked Can't progress

Step 4: Build Your Views

Delivery Health Dashboard:

  • All active Services by health status
  • Deliverables by status across all Services
  • Tickets opened vs. resolved this week
  • Upcoming Appointments

Customer Delivery View:

  • Service status and phase
  • Associated Deliverables with status
  • Recent Appointments
  • Open Tickets

What This Enables

For the Customer Org

"I can see exactly where we are with every customer engagement without asking anyone."

  • Real-time delivery visibility
  • Early warning on at-risk engagements
  • Evidence for customer conversations

For the Operations Org

"I can see workload, capacity, and potential bottlenecks across all delivery."

  • Resource allocation visibility
  • Bottleneck identification
  • Capacity planning data

For Leadership

"I can see delivery health alongside revenue and relationship health."

  • Complete customer picture (not just pipeline)
  • Renewal risk visibility
  • Expansion timing intelligence

Common Pitfalls

Creating Services but not updating them

A Service record with stale data is worse than no record — it creates false confidence. Build update discipline into delivery process.

Over-granular Deliverables

Track meaningful outputs, not tasks. "Configure contact properties" is a task. "Data Model Configuration Complete" is a deliverable.

Disconnected Tickets

Tickets that aren't associated with the Service lose context. Make association automatic or habitual.

Ignoring Health Status

The Health property is the most important field on Service. If it's not actively maintained, you lose the early warning system.

The Transformation

Before

"How's the Precision Components implementation going?"

"Let me check with Ryan... I think it's fine? He mentioned something about integration last week..."

After

"How's the Precision Components implementation going?"

[Looks at Service record] "Active, Foundation phase, Health is On Track. 5 of 8 deliverables complete, NetSuite integration in progress. Last session was Tuesday — Mike approved the architecture. No open tickets."

That's the difference between hoping delivery is going well and knowing.

Related Resources

Related Unified Views

Related Stages

  • Value Creator — Where delivery tracking matters most
  • Adopter — Where delivery transitions to ongoing value